All ADM Blog Posts Tagged 'retention' (162)

With almost everything consumers purchase, there’s an owner’s manual or set of instructions for them to use. For decades, car manufacturers have included an owner’s manual with new vehicles. Sadly, it is no secret that this tidy three hundred-page booklet is one of the least read publications produced in mass…

When will I see you again? No, I am not talking about the 70’s pop song, although the lyrics just may fit the content here. I am talking about the continued trend in customer defections from our dealerships.

Customer’s defect for many reasons and the longer an individual owns a car, the harder it can be…

ALBANY, N.Y. – February 16th, 2015 – Auto/Mate Dealership Systems (http://www.automate.com) today announced its President and CEO Mike Esposito will speak at the INSIGHT15 Customer Loyalty and Retention Conference, March 24th through March 26th at the Rosen Shingle Creek in Orlando, FL. Esposito will present "A Better Way to Customer Loyalty: Focus on Employees First, Customers Second" to auto dealers attending the…

We all have a myriad of contacts that we consciously (or subconsciously) place into separate categories in our relationships. These categories include family, close friends, business associates, colleagues and acquaintances. Most people tend to act differently depending on which group they are surrounded by at any…

With a steadily improving economy and declining unemployment rates, the automobile industry is geared up to experience another year of expansion and progress. While this is great news, it would be wise to consider that just as customers now have more choices when it comes to buying or servicing their vehicle, employees (and prospective employees) also have more options than they did just a few years ago. In general they no longer feel quite so loyal to their position, nor do they fear…

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to…

Imagine a customer that is in for a routine oil change at your dealership.

As part of the complimentary inspection your store provides, it is discovered that the vehicle’s brake pads are severely worn and it would be unsafe to continue driving the vehicle much longer without replacement. The…

While most businesses analyze budgets and shift money towards digital advertising, video and branding, Volvo has taken an interesting strategy: to decrease marketing. While it isn’t planning to cease all activities, Volvo has decided that, rather than attempt to take on any rivals with bigger budgets, it will shift…

Last year, WestJet pulled off an elaborate scheme whereby flight passengers met with a virtual Santa at the gate to share any Christmas wishes. Upon arrival, these passengers were beyond delighted to discover the very gifts they had just wished for circling the baggage carousel. The whole caper was filmed and…

Question: How much money is sitting in your Dealership Management System (DMS) right now?

Well, let’s break it down. The average-sized dealership has tens of thousands of customer names in its DMS. Since each name represents a customer—either sales or service—whose ownership of their current vehicle will ultimately come to an end, they make great prospects for future sales.

Starbucks recently announced plans to roll out a delivery service in some key major markets. This follows on the heels of an initiative which allows customers to place their drink orders via smartphones, so as to minimize wait…

Regardless of how hard you work to ensure that your customers have an excellent experience, mistakes happen. No doubt you’ve had customers complain about something – it took too long for their vehicle to be serviced, there was a miscommunication in pricing during the sale, or a general failure to deliver on promises…

I doubt that a dealership service department exists that hasn’t had to deal with a customer claim that their vehicle was damaged while being serviced. Whether it’s a minor scratch, or something bigger, these types of claims cost dealerships money. It’s not always a customer who is trying to get a free cosmetic repair.…

A name without an email address is a wasted opportunity. For every 10,000 contacts pulled from dealership management systems, on average only 3,000 have deliverable email addresses. This means that most dealers are unable to send emails to 70 percent of their past, current and potential customers.

A couple generations ago, if you didn’t carry cash on your person, perhaps a personal check was accepted at your favorite store. Then credit cards became an option, followed quickly by debit cards. And now, with technology changing seemingly overnight, two new payment options are becoming available to…

Think about the last time you visited a business such as McDonald’s, Target, or a 7-11. Now, think about the store itself – did you select the store because of convenience, or because you were dedicated to a specific location? Sometimes the answer is both, but more often…

Clearwater, FL--October 21st, 2014--AutoLoop LLC, a leading developer of sales-generation and customer-retention software for auto dealers, today announced the addition of Sean Donovan as Sales Representative for western North America. Donovan brings nearly 20 years of automotive marketing,…

I had just finished reading this article on marketsoft.com about customer loyalty, when a business associate told me about a similar situation that happened to him. In his mailbox was a glossy, oversized postcard offering a…

Welcome toAutomotive Digital Marketing ProCom
Please use the "Sign Up" link above to complete your registration form and become a member of the industry's leading Automotive Marketing and Internet Sales Professional Community. ADM members have access to resources, connections and private events that provide them with a competitive advantage.